INDEX

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abundance, 114, 117–20

accounting, 29–30, 98–99

ad hominem fallacy, 182

advice, 114, 133, 134

airline crashes, 66–68

airline safety procedures, 44, 66–68

alienation, 10, 84–85, 127

anger, 25, 114, 129–33, 186

anxiety, 135–37

apologies, 96, 101, 104, 123–24

assertiveness, 10, 84–85, 127, 149, 153–54

Augustine, Saint, 211

Austin, Mike, 212–13

autobiographical listening, 134, 135–37

auto mechanics, 22–23, 28, 30–31

autopilot, 66–68, 110–11, 112, 114, 115, 122, 123

behavior:

aggressive, 84, 104–5, 120, 153–54

change in, vii, viii, 3, 146

consequences of, 20, 120

credibility and, 21–33

dependent, 80–81, 82

habitual, 122, 146

motivation in, 102, 109–25, 206

proactive, 20, 57–58, 100, 157, 169–71

unconscious, 109, 122

beliefs, 36–37, 40, 49, 51–55, 57, 60, 109, 125, 148, 186–87

Besso, Michelangelo, 51–52

big-picture thinking, 2, 211

Birmingham City Jail, 113

Blanchard, Ken, 178

Bobb, David, 210

bonuses, 192, 214–15

brainstorming, 150, 216

“broken windows” approach, 195

Bryant Park, 194

business:

boards of directors of, 164–65

company culture in, vii, xi–xii, 70–71, 118

competition in, viii, 78–79, 112–13, 117, 215

credibility in, 21–33

executives in, viii, ix, 12, 18, 19, 27, 41–46, 102, 117–18, 153–54, 164–65, 210–11

growth of, 78–79, 101

leadership in, viii, ix, 117–18

restructuring in, 28, 115

calendars, 69–70, 74, 75

careers:

advancement of, 52, 57–59, 116, 117–18, 164–69, 191

choice of, 40–41

focus on, 63–66

limitations in, 143, 154

opportunities in, 111, 207

case studies:

Aaron (Thompson), 15–16, 17

DB Richards, 140–41

Deb (Hauck), 196–97

Dylan (Hauck), 196–97, 202

Pam (Walsh), 52–53, 102

chief executive officers (CEOs), ix, 12, 18, 19, 27, 102, 117–18, 153–54, 164–65, 210–11

choice, freedom of, 12–14, 19

coaching, 10, 18, 26–27, 51–52, 57–59, 60, 82–83, 89–90, 111–12, 164–65, 167, 187

Collins, Jim, 214

commitments, 33, 149, 156

communication:

constructive, 9, 29, 58

as conversations, xiii, 58

emotional, 99–101

expectations and, 33, 96

in leadership, 53, 129, 133–34, 150

misunderstandings in, 110, 120, 122–24, 129–30, 134, 157

styles of, 133–34, 150

community activism, 26, 103–4

competence, 22–27, 33

competition, viii, 78–79, 112–13, 117, 215

competitive advantage, viii, 215

compliments, 99–100, 101, 102, 110

computers, 24, 144–46, 154–56

consideration, 80, 83–87, 90–91, 213

continuums, 41, 118–19, 161, 163, 167, 195

contribution statements, 43–44, 48

conversations:

difficult, 115–16, 122

face-to-face, 50, 115–16

listening vs. talking in, 127–42, 188, 189

transparent, 163–64, 165

understanding in, 127, 140–41, 142

corporate culture, vii, xi–xii, 70–71, 118

counterfeit emotional deposits, 101–2

courage, 83–87, 90–91, 116, 179, 189, 210, 211, 212, 213

Covey, Stephen M. R., viii, 120, 134, 140, 184–85

Covey, Stephen R., viii, xiii, 3, 53, 104, 120, 184

Covey Leadership Center, 52–53, 120

credibility:

adaptation and, 29–30

assessment of, 167–69, 173

experience and, 21–33

qualities for, 32

trust and, 26–28, 29, 169–71

criticism:

constructive, 82–83

deflection of, 182–83

theater, 37, 39, 43

see also feedback

currency, emotional, 97–101, 107

customers:

advocacy for, 167–69, 180

feedback of, vii, 30–31, 69

promotions for, 192, 203–4

relations with, vii, 69

satisfaction of, 22–23, 28, 30–31, 192

Davis, Alex, 192, 203–4

Davis, Sydney, 5–7, 54–55, 198

Davis, Todd:

as author, vii–ix, 151–52, 208

baseball played by, 129–30

as father, 5–7, 36, 46–47, 48, 53–55, 192, 198, 199, 203–4

friendships of, 94, 105–6

as Human Resources director, xi, xii–xiii, 2, 27, 50, 70–71, 72, 74, 78, 115, 120–21, 138–39, 163–64, 180

managerial career of, 24–25, 45, 52–53, 98–99

marriage of, 99–100, 101

meetings of, 50, 62–63, 163–64

mentors for, 52–53, 82–83, 98–99, 102

presentations by, 81–83, 85, 86

as recruiter, 16–17, 52–53, 81–82, 163–64

schedule of, 151–52, 156

speaking engagements of, 81–83, 85, 86, 151–52, 156

whiteboards used by, 71, 72, 74

Davis, Trish, 99–100, 101

deadlines, 2, 3, 8–9, 38, 104–5, 160–61

decisions:

assertive attitude in, 153–54

credibility and, 27–28

fairness in, 25–26, 87

involvement in, 29, 154–56

leadership, 160–61, 169–72

meeting of, 129, 149, 153–54, 163–64

priorities in, 69–70, 74, 75, 96, 111, 155–56, 165

responsibility for, 12, 115

support for, 135–37

Degenhart, Joseph, 51

department stores, 192, 203–4

dependence, 80–81, 82

deposits, emotional, 95–97, 103–4, 105, 107

Devore, Maisie, 103–4

Discover Your Sales Strengths (Smith and Rutigliano), 117

Disney, Walt, 53, 113

distrust, 21, 93, 104–5, 129–30, 148, 159–73

Eastern Airlines Flight 401 crash (1972), 66–68

effectiveness, vii, viii, 180

efficiency, vii, 27, 147, 148, 149–51, 163

egotism, 83, 116, 149, 183–84, 203, 207, 210, 212–15, 218

Einstein, Albert, 51–52

emails, 20, 39, 86, 110, 120, 138, 150, 180, 189, 213

emergencies, 44, 66–68, 123

Emotional Bank Accounts (EBAs), 93–107, 122, 139, 161, 200

emotions:

control of, 16–18, 19, 91, 114

investment in, 93–107, 122, 139, 161, 200

negative, 16–18, 19, 25–26

empathy, 138–39

employees:

as co-workers, 12, 26–27

evaluations of, 57–59

feedback of, xi, 58–59, 84

firing of, 12, 17, 18–19

hiring of, 27–28, 163–64

ideas contributed by, xi, 26–27, 153–54, 176

loyalty of, 12, 18, 32

management relations of, vii, viii, 12, 18, 26–27, 32, 57–59, 84, 213

performance reviews of, 26–27

promotions of, 29–30, 38, 50–51, 167–69

training of, xii, 3–7, 139

entrepreneurship, 169–71

error rates, 176, 187–88

Eskridge, Kans., 103–4

executives, viii, ix, 12, 18, 19, 27, 41–46, 102, 117–18, 153–54, 164–65, 210–11

experience:

credibility and, 21–33

lack of, 167–69

Extreme Tic-Tac-Toe, 79–80

facts, 10, 129, 134

failure:

assistance and, 97–98

mistakes and, 93, 164, 176, 187–88, 210

necessity of, xiii, 54–55, 206, 212

risk of, 54–55, 56

success vs., 80–83

families, 40–42, 45–46, 64–65, 135–37, 151–52, 213

fathers, 5–7, 36, 40–42, 46–47, 48, 53–55, 192, 198, 199, 203–4

fear, 77, 111, 114, 117, 121, 135–37, 162

feedback:

asking for, 180–84

customer, vii, 30–31, 69

defensiveness and, 181–82, 186

employee, xi, 58–59, 84

evaluation of, 184–86, 189

implementation of, 186–87, 189

for leaders, 180–82

necessity of, 33, 82–83, 96, 150, 175–89

negative, 84–85, 150, 181–83

objective vs. subjective, 179

positive, 26–27, 60, 62–63, 182

specific, 10, 58–59, 181–82

truth in, 175–89

firings, 12, 17, 18–19

5 Choices to Extraordinary Productivity, The, viii

five-step process, 196–97

“5 Whys,” 114–17, 125

flattery, 99–100, 101, 102, 181

flat tires, 22–23, 28, 30–31

focus, 42, 62–66, 70–71, 117, 153–54

forgiveness, 96, 211

4 Disciplines of Execution, The, viii

Francis, Pope, 208, 218

Frankl, Viktor, 13

FranklinCovey, vii–ix, xii, 27, 80, 95, 117, 134, 149, 194

frustration, 21, 25–26, 28, 192, 194

funerals, 64–65, 68

“Get Better” practices, vii–ix, xiii–xiv, 105, 138, 197, 208–9, 215, 216–17

global positioning system (GPS), 68–69

goals:

agendas in, 29, 135–37

deadlines and, 2, 3, 8–9, 38

results and, 37, 191–206

sales, 78, 87–89

setting of, 3–7, 66–69, 104, 111

Good to Great (Collins), 214

Google, xi, 8

go-to strengths, 143–57

Grand Central Terminal, 195

gullibility, 148, 161

habits, 122, 146

Harvard Grant Study, xi

health-maintenance organizations (HMOs), 24–25

healthy lifestyles, xi, 3–5, 44

hearing disability, 5, 54–55

heath care industry, 16–17, 81

Hess, Edward D., 212

hiring, 27–28, 163–64

Holocaust, 13

honesty, 22–25, 30–31, 32

hospices, 38–39

hotel chains, 117–18, 194

human resources (HR), xi, xii–xiii, 2, 27, 50, 70–71, 72, 74, 78, 115, 120–21, 138–39, 163–64, 180

humilis (low), 210

humility, 25, 32, 81, 203, 207–18

Humility (Bobb), 210

ideas:

credit for, 110, 119, 122–24

development of, 70–71, 150–51, 208

of employees, xi, 26–27, 153–54, 176

expression of, 33, 90, 213–14

in meetings, 91, 178–79, 181

presentations of, 26–27, 110, 122–24, 187–88, 213–14

independence, 80, 81, 82–83, 153–54

industry conventions, 81–82

influence, 11, 127, 189

information technology (IT), 24, 121–22, 144–46, 154–56

insecurity, 111–12, 184–85, 218

in-store credit cards, 192, 203–4

integrity, 21–33

intent:

assumptions and, 178–79

declaration of, 114, 120–22, 125

good, 21, 178–79, 180

misinterpretation of, 143, 178–79

understanding of, 137–39, 143, 175

interdependence, 80, 81–82, 117, 154

interviews:

hospice, 38–39

job, 15–16, 29, 39, 163

for promotions, 29–30

radio, 111–12

isolation, 40–41, 84

Jordan, Michael, 186–87

just-in-time technique, 114–15

Kaiser, Rob, 153

Kaplan, Bob, 153

King, Martin Luther, Jr., 113

Kroc, Ray, 165–66

Kuhn, Thomas, 3

lag measures, 193–94

Larson, Doug, 132

leaders, leadership:

communication by, 53, 129, 133–34, 150

feedback for, 180–82

goals set by, 3–7, 66–69, 104, 111

humility in, 212–14

legacy of, 18–19, 111, 118

as mentors, 10, 18, 26–27, 51–52, 57–59, 60, 82–83, 89–90, 111–12, 164–65, 167, 187

reputation of, 18, 117–18

sales, 37, 78, 138, 214–15

successful, 49–60, 111, 118, 123, 208, 212–14

team, 2, 8–9, 26–27, 48, 62–63, 72–74, 84, 115, 133, 153–54, 171

see also executives

lead indicators, 194–95, 196

Lead with Humility (Pope Francis), 208, 218

life:

attitude towards, 11–20

balance in, 35, 36, 39–42, 45–46, 64, 83–85

choices in, 12–14, 19

potential in, viii, 113, 115, 176–78, 218

limiting beliefs, 49, 51–55, 57, 60

Lincoln, Abraham, 163

Little League, 129–30

lose-lose mindset, 80, 85, 86, 87

lose-win mindset, 80, 85–86

love, 65, 117, 210

loyalty, 12, 18, 32, 96, 165–66, 194

McDonald’s Corp, 165–66

management, managers:

best practices in, 182–83

employee relations of, vii, viii, 12, 18, 26–27, 32, 57–59, 84, 213

promotions and, 29–30, 38, 50–51, 167–69

sales, 78, 87–89, 101–2

senior, 149, 160–61, 171–72, 176

Mandela, Nelson, 206

Man’s Search for Meaning (Frankl), 13

marathons, 5–7

marketing, 154–56, 160–61, 171–72

marriage, xii, 8, 36

martyrs, 11, 13, 16–17, 77, 81, 82, 213

meetings:

deadlines for, 104–5

ideas in, 91, 178–79, 181

one-on-one, 72, 115–16

priorities in, 69–70, 74, 75

mentors, 10, 18, 26–27, 51–52, 57–59, 60, 82–83, 89–90, 111–12, 164–65, 167, 187

methodical approach, 144–46, 147, 154–56

Miami International Airport, 66–68

mindsets:

abundance, 114, 117–20

critical, 186–87

open, 137–38, 148

positive, 13–14, 186–87

scarcity, 117

win-win, 80, 85, 86–87, 88

mission statements, 43–44, 48

mistakes, 93, 164, 176, 187–88, 210

moral values, 19, 36–37, 40, 43, 68, 109, 125, 148, 186–87, 212–13

mothers, 36, 46–47, 48, 135–37, 167–69, 199

motivation, 102, 109–25, 149, 196–97, 206, 214

motives, 102, 109–25, 201, 209, 217

multimedia training, 169–71

multitasking, 39, 50

Nielsen, Helen, 208

Nike, 186

No Exit (Sartre), xi, 218

nose gear, 66–68

Ohno, Taiichi, 115

“one-plus” approach, 113

opportunists, 94, 105–6

Oxford English Dictionary, 146

paradigm shifts, vii, xiii, 3, 9, 10, 54, 60, 205, 215

parents, 5–7, 36, 38, 40–42, 43, 46–47, 48, 53–55, 135–37, 167–69, 192, 198, 199, 203–4

“pause button,” 15, 19

people:

as assets, vii–viii, ix, 70–74, 120–21

condition of, 113, 116–17

focus on, 62–65

human potential of, viii, 113, 115, 176–78, 218

moral values of, 19, 36–37, 40, 43, 68, 109, 125, 148, 186–87, 212–13

“people person” skills, 2, 8–9, 57–59

performance:

improvement of, vii–ix, 33, 111–12, 120–21

inputs vs. outputs in, 191–206

salaries for, 78, 88, 138–39

personalities:

assertive, 10, 84–85, 127, 149, 153–54

beliefs as influence on, 49, 51–55, 57, 60

competent, 23–31, 167–69, 210

humility in, 25, 32, 81, 203, 207–18

obsessive, 144–46, 147, 150, 154–56

potential of, 49–60, 176–78

strengths of, 143–57

strong, 6–7, 211

weak vs. strong, 55–56, 211

personal mission statements, 43–44, 48

personnel departments, xi, xii–xiii, 2, 27, 50, 70–71, 72, 74, 78, 115, 120–21, 138–39, 163–64, 180

perspectives, 2–9, 38, 48, 49, 56, 129, 134, 137–38, 139, 140, 148, 178, 180, 183, 189, 216, 217

physician recruitment, 16–17, 81

pilot error, 66–68

pinball syndrome, 61, 65–72

Port Authority Bus Terminal, 195

President’s Club Award, 118, 131

problems:

assessment of, 166

complex, 206

focus on, 42, 62–63, 70–71

important vs. urgent, viii, 2, 65–72, 75, 111

postponement of, 60, 75

solutions to, viii, xiii–xiv, 129, 131–32, 133, 147, 148, 196–97, 213

production lines, 104–5, 114–15

productivity, vii, 27, 147, 148, 149–51, 163

products:

launch dates for, 144–46, 154–56

prices of, 16, 160–63, 173

quality of, 113, 148, 156, 176, 187–88

projects:

activity surges for, 72–74

completion of, 60, 135–37, 150–51

leadership in, 39, 213–14

start dates for, 171–72

promises, 96, 165–66, 168

public speaking, 184–85

quality control, 113, 148, 156, 176, 187–88

quarterly earnings, 72–74

reality:

assessment of, 196–97, 205

beliefs and, 49, 51–55, 57, 60

facts in, 10, 129, 134

filtering of, 2–9, 134–35

“lenses” for, 2–9

perspectives on, 2–9, 38, 48, 49, 56, 129, 134, 137–38, 139, 140, 148, 178, 180, 183, 189, 216, 217

versions of, 1–10

relationships:

attention to, 39–40, 42

business and professional, vii–viii, 8–9, 10, 38–39, 43, 48, 64–65, 83–85, 114–15, 133, 159, 205, 216

conflict in, 35, 116, 159–73

control in, 114, 161, 214

distrust in, 159–73

effective, xii–xiii, 114, 159

emotional investment in, 93–107

growth of, 15, 40, 49–60, 63–65, 68–69, 90, 159, 175, 177–78, 184, 208

improvement of, vii–xiv, 10, 114–15, 195, 197

long-term, 23, 27, 28

motives in, 102, 109–25, 201, 209, 217

obstacles to, viii–ix, 35, 63–64, 116, 159–73, 197

personal, vii, xii, 8–9, 38–39, 48, 64–65, 84–85, 133, 135–37, 159, 216

practices for, vii–ix, xiii–xiv, 105, 138, 197, 208–9, 215, 216–17

priorities in, 42, 63–65

respect in, 9, 18, 32, 84–85, 96, 127, 148

role playing in, 35–48, 68

social bonds in, 211–12

reputation, 22–23, 28, 29–30, 84, 150, 171–72

respect, 9, 18, 32, 84–85, 96, 127, 148

responsibility, xii, 114, 173

revenue targets, 111, 117, 131, 138–39, 214–15

risk:

assessment of, 166, 173

of failure, 54–55, 56

trust and, 169–71

rivalry, 97–98

roles:

adaptation in, 23, 46–47, 48, 68

contribution to, 41, 43–46

identification of, 39–42

models for, 57–58

personal, 38–39, 48

playing of, 35–48, 68

professional, 39, 48, 189

for success, 35–48

Rowling, J. K., 66

Rutigliano, Tony, 117

salaries:

as compensation, 78, 88, 138–39

for performance, 78, 88, 138–39

sales:

bonuses for, 192, 214–15

compensation levels in, 78, 88, 138–39

leaders in, 37, 78, 138, 214–15

managers for, 78, 87–89, 101–2

strategy for, 192, 203–4

targets for, 78, 87–89, 131, 138–39, 214–15

teams for, 29–30, 37, 78, 87–89, 101, 214–15

training of, 102, 169–71

Sartre, Jean-Paul, xi, xii, xiii, 11, 21, 35, 44, 49, 61, 77, 93, 96, 105, 109, 116, 127, 143, 159, 164, 175, 177, 178, 191, 195, 207, 218

schedules, 70–71, 74, 75

Schweitzer, Albert, 56

“seedling vs. tree” perspective, 49–60

self-awareness, 38, 42, 44, 116, 117, 139, 176–78, 186, 210, 218

self-confidence, 5–7, 21, 33, 53–55, 60, 120, 143, 149, 176–78, 183–84, 191, 210

self-importance, 83, 116, 149, 183–84, 203, 207, 210, 212–15, 218

7 Habits of Highly Effective People, The (Covey), viii, xiii

Shakespeare, William, 37

Sheen, Fulton J., 14

sincerity, 99–100, 101, 105–6

single mothers, 36, 167–69

skills, 2, 8–9, 33, 57–59, 81

Smith, Benson, 117

software, 144–46, 154–56

Speed of Trust, The (Covey), viii, 120, 184

sports, 129–30, 144–46, 154–56, 186–87

stimulus-response dynamic, 14–15, 19

strengths overkill, 143, 146–47

stress, 14, 151–52

success:

cooperation in, 77–91, 117–18

failure vs., 77, 80–83

goals for, 62–63

humility and, 210–11

in leadership, 49–60, 111, 118, 123, 208, 212–14

long-term vs. short-term, 77

obstacles to, 63–64

roles for, 35–48

winning in, 78–80

suppliers, 165–66

teams:

agendas for, 30, 111–13, 206, 214

budgets for, 160–61

competition in, 112–13

executive, 27, 164–65

idea presentations to, 26–27, 110, 122–24, 187–88, 213–14

leadership of, 2, 8–9, 26–27, 48, 62–63, 72–74, 84, 115, 133, 153–54, 171

meetings of, 160–61, 176, 187–88, 205

members of, 48, 50–51, 62–63, 72–74, 150

motivation for, 111–12, 206, 214

performance of, 2, 8–9, 10, 50–51, 56–59, 117–18

sales, 29–30, 37, 78, 87–89, 101, 214–15

workload distribution in, 132–33, 151–52

technology:

companies for, 169–71

information (IT), 24, 121–22, 144–46, 154–56

strategy for, 110, 122–24

thinking:

action vs., 4, 7

“big picture,” 2, 211

creative, 150, 216

Thomas Aquinas, Saint, 113

time:

allocation of, 69–71, 74, 75, 189

schedules for, 69–70, 74, 75

time-intensive processes, 27–28

“to be” approach, 43

to-do lists, 43, 62, 64–65, 66, 69, 71, 73, 75, 144–46

Top Five Regrets of the Dying, The (Ware), 38–39

Toyota Production System, 114–15

trust:

building of, 69, 97, 98–99, 120, 179

credibility and, 26–28, 29, 169–71

expectations and, 169–71

extension of, 159–73

lack of, 21, 93, 104–5, 129–30, 148, 159–73

levels of, 95, 148, 161

loyalty and, 96, 165–66, 194

reputation and, 22–23, 28, 29–30

risk and, 169–71

scale of, 161, 162–63, 167

withholding of, 169–71

Ultimate Competitive Advantage, The, 165–66

vendors, 160–61, 173

vetting process, 163–64

victims, 11, 13, 16–17, 77, 81, 82, 213

video presentations, 160–61

video training, 169–71

“volume levels,” 149–53, 156, 157

Waldinger, Robert, xi

Ware, Bronnie, 38–39

Westminster Abbey, 7

“we vs. me” approach, 43, 77–91, 200, 209, 217

“what you see is what you get” standard, 49

whiteboards, 71, 72, 74

Whitman, Bob, vii–ix

willpower, 148, 214

win-lose mindset, 80, 85, 86

win-win mindset, 80, 85, 86–87, 88

withdrawals, emotional, 94, 95–97, 100, 105–6, 107

work:

distribution of, 132–33, 151–52

environment for, 117, 122, 153–54

humility in, 212–18

inputs vs. outputs in, 191–206

quality of, 57–59, 189

work ethic, 38, 40–41, 186–87

workshops, 78–79, 102

wrongs, righting of, 104–5

Zenger Folkman, 180

Zeno of Citium, 129